Integrated pcAnywhere

I thought it was not possible to do this but I was able to make it happen: Integrate pcAnywhere in osTicket

I wanted to do this because in early 90's I remember a ticketing system that I used. I was able to VNC to client within ticketing system.

Benefit: By adding a utility to remote access this will speed up the support team.

As you can see from the screen shot below. It's on the "Open New Ticket" page because the team would like to connect while still processing the new ticket. If remotely connecting to user/client and able to resolved the issue. The agent can close the ticket with a solution and able to capture a screen shot and attach it with the solution.

Comments

Out of curiosity how are you getting the IP address of the client to connect to? I imagine in situations where the person is behind NAT that it wont work? (example all our out going traffic looks like its coming from the same IP and we have 300 work stations.)

This sort of thing has come up before, and I approve your efforts. I've often wanted integration for 3rd party apps like that (TeamViewer, RDP, Kaseya, etc.)

Out of curiosity how are you getting the IP address of the client to connect to?
I imagine in situations where the person is behind NAT that it wont work? (example all our out going traffic looks like its coming from the same IP and we have 300 work stations.)
This sort of thing has come up before, and I approve your efforts. I've often wanted integration for 3rd party apps like that (TeamViewer, RDP, Kaseya, etc.)

Each pcAnywhere remote files are named i.e. CompanyA_User1.CHF, CompanyB_User1.CHF and the IP address are already set on each .CHF.

(NOTE: See how they used the naming convention for *.CHF. This gave me an idea and helped me make the condition).

What I had to do is strip the email address ( name@company.com ) - "grab the name" and "grab the company name". Then I used these 2 values to execute the " . $company ."_". $name .".CHF see step 3 from above post.

I hope that answers your question :)

Yes, it would would work behind the NAT. It all depends on the router config and the host.

Just an update from above 1st post.

This pcAnywhere mod is also working if you are connected to your company's VPN. I just received the access to VPN to test it for the people who works from home. All I can say is - it worked.